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TRI Consulting
,
London, Greater London
Contact Centre Team Leader
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Job Type: Full-time |
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Salary: £26,000 per annum |
Overview
Leading online beauty retailer is seeking a highly motivated and natural team leader to inspire a team to deliver world class customer service. Leading by example you will coach your team to proactively respond to queries and feedback from customers. You are approachable and friendly with a passion for exceeding customer expectations. Responsibilities: Lead Customer Service Advisors to achieve department KPIs and respond to queries within customer promise and SLAs. Plan schedules for the team ensuring adequate resource is available for contact volumes across all channels. Handle customer escalations in a calm, measured and empathetic manner, taking ownership through to resolution as required. Thoroughly investigate complex customer cases, partnering with other departments where necessary and seeking solution focused outcomes. Escalate technical errors or negative customer experiences to ensure minimal impact to other customers. Analyse and interpret information from systems and reports to effectively manage and delegate both individual and team-work. Provide Customer Service Team with key marketing messages, promotional activity and trade information they need to be aware of. Partner with other Team Leads to communicate to the wider business all relevant business. Take responsibility for promoting a positive working environment and a culture of diversity and inclusion within the team. Skills and experience: Demonstrable experience providing specialist and supervisory support within an online contact centre or retail environment. Demonstrate the ability to become a subject matter expert in customer solutions systems, processes and policies ensuring you can provide first line support to advisor where necessary. Strong problem-solving capability - flexible and adaptable with the ability to empathise with customers and take initiative to provide resolutions. Resilience to deal with distressed, difficult or angry customers at times. Ability to multi-task and deal with multiple projects simultaneously and with confidence. Exceptional communication skills with good spelling and grammar and able to communicate via all channels including email, chat, telephone and face-to-face. Flexible and adaptable - Customer Service operates Monday - Sunday on a shift pattern. You will be required to work some evening shifts and on a weekend rotation. Please note that only successful candidates will be contacted